2023 was, for so many orgs, the year of Scale. For the first time ever boards were asking for profitable growth models, headcount growth wasn't guaranteed, and you had to figure out how to "do more with less." So you automated what you could, implemented digital touches for your teams, and "did more with less." But now what? How do you evolve your Scaled CS program to meet the ever-changing needs of your customers and your business?

This session will walk you through how to measure the effectiveness of your Digital and Scaled CS programs, how to use those measurements to iterate on your program to achieve further impact, and what evolution could look like for your Scaled CS program. You'll understand what v2 and beyond can look like for your organization, as you seek to accomplish true digital transformation instead of participating in a fad.

You'll walk away with actionable insights on how to:

- Help your company achieve Durable Growth in a post-growth-at-all-costs world

- Influence key metrics that your company cares deeply about (cost to serve, GRR, added ARR, etc.)

- Prioritize what components to add to your Scaled CS Program

- Ensure you keep your customers at the center of your Scaled CS Program

‍Speaker:

Dan Ennis - Senior Manager, Scale Customer Success at Monday.com

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Q&A

Have you had experience migrating customers off a named CSM to a scaled/digital strategy. If so, how did you realign their expectations?

Yes, I've had to make that transition for customers in the past. I've found it most helpful to use data to understand what customers are actually utilizing so you can tailor your messaging to what the customers actually need. From there, you can use messaging that makes it a "non-event" for customers with minimal impact. And for those who will experience a large impact, you can focus your messaging on the benefits they'll receive with the updated digital support. Then you work hard to truly make the digital experience better for them.